I need some help with my first nightmare guest who didn't read my advert, booked something not suited and then wanted services I didn't offer - after she had checked out and woke me up. Because she was such a nightmare I refused to do more favours after vacated and this is what had triggered this no doubt terrible review
She has reviewed me
I know it's going to be bad. Probably one stars all round. Ruining all my hard work with five star reviews. I was about to get super host even with a shared bathroom
This is what happened
My listing and booking messages state in multiple places it isn't self check in and an appropriate arrival time is needed before booking (so I know if I can accommodate) and a firmer time evening before. Also in house rules and in listing states that luggage drop off isn't offered
By the morning of her arrival, I still did not have a time of arrival
I thought this was perhaps because she was new to air BnB (just joined no reviews) however, even after politely explaining to her the difference between self check in and a check in window listing where the host need to be home to welcome and give a key, she thought she should be entitled to arrive anytime she wanted as the response to my message was she "hadn't booked a check in time"
After further messaging trying to explain and get an approximate time of arrival (on the day she was due), she then informed me (not asked) that she would be arriving any time from 13:00 (two hours before my check in window started) and 23:00 at night.
I again explained about the check in window and said I could accommodate earlier than 15:00 however, I would need an approximate time as I couldn't sit in for ten hours. She told me 14:00. however, turned up nearly three hours later with zero contact, in spite of my attempts to get any response
she only lived 1.5 hours away! So she hasn't even left at the time she said she would be here
was told directly when she did arrive that she had "no reason" be hours late and didn't let me know because she "couldn't be bothered". This set the tone for the entire one night stay
Very demanding during her stay - all of which I accommodated - eight slices of bread that were intended for other guests breakfast I made into sandwiches for her lunch! On the day she checked out!
She informed me she'd ordered food late at night and then didn't answer the door for it, so I had to bring it to her
Asked an iron and ironing board at nearly midnight (I set it up for her, then she didn't use it or put out away)
Refused to let me know what time she was checking out.
Worst part - AFTER she had vacated in the day of check out, and with no mention prior to booking or at ANY point during her stay that this is what she wanted, rang my doorbell insistently AFTER SHE VACATED (waking me up) to INSIST that she leave a bag at my house to collect later.
When I explained that this was not a service I offered and that this was mentioned in the advert and house rules. She replied that this is something she wanted and I should do it as a favour or she would give me a bad review.
I declined to take the bag and said she had checked out and needed to leave. Thus, my no doubt bad review after all five star reviews..
I'm so angry about this. By the time I realised what she was like it was too late to cancel or get out of this booking without penalty for me, so I tried to tough it out for the one night.
However, I draw the line at being woken up and blackmailed into taking bags and then having to sit in for another day while she refuses to communicate what time she'll be collecting the bag on a day she isn't even checked into my room!
QUESTIONS
Can I get her review removed because she tried to get me to do something not listed after she vacated and (verbally) threatened bad review? I can't prove this as she made sure to do it verbally
If I can't get the review taken down how do I review her? Do I stick with the classic?
"Unfortunately can not recommend to any host. Only suited to hotel. One star for both communication and house rules as neither seemed important to her and she seemed unwilling to accept any kind of reasonable boundary at all even when mentioned in advert and house rules"
Or do I go into more details?
And What should I write as response to her revenge review?
I've updated advert and rules to make it even clearer I can't have turn up whenever you like with ZERO communication and I have also made it even clearer in not taking your luggage after you check out (there isn't the space and I just don't want to sit in another day unpaid for people to collect luggage when there are paid places you can leave luggage in my city) and hope that helps for future. But that doesn't help me now
please please help
Any advice appreciated